Dispute Resolution

Aim

The School aims to resolve all disputes, whether financial or otherwise, involving the School and the students in a just and amicable manner. Due consideration would be given to all the facts before any solutions are recommended.

Policy

  1. A dispute is recognised as such if the School and a student or parent do not agree to a decision of the School

  2. The dispute resolution mechanism has three structural components which shall be followed sequentially:

    • Resolution by a staff member or a team appointed by the Head of School/Principal

    • Resolution by the Head of School/Principal

    • Resolution by reference to a third party like CPE, Small claims tribunal.

  3. All "disputes" shall be given by the parent to the School in writing, stating clearly the issue, the facts and the area of disagreement.

  4. All written complaints shall be acknowledged by the School within 3 working days.

  5. At the first instance, the Head of School/Principal shall ask a staff member or a team of staff (concerned teacher or administrative staff may also be included) to investigate the facts and recommend resolution options. These shall be discussed with the parents and an agreement shall be attempted.

  6. In case of continued disagreement, the matter would be shall be taken up by the Head of School/Principal, who, in consultation with the Management, shall explore other options for discussion with the parents.

  7. In the event of disagreement after this stage, the School shall advise the parents to either refer the matter to the Student Services Centre at CPE (Dispute resolution scheme) or the Small claims tribunal (in case of fee issues). The School shall conduct these processes consistently and fairly.

  8. All disputes shall be attempted to be resolved within 21 days of receiving in writing, unless a third party intervention occurs.

Third Party Mediation: (as per CPE Guidelines)

In the event that the Student and the School are unable to resolve a dispute in accordance with the grievance procedure referred to in Clause 5.2 of the student contract, the Student and the School may refer the dispute to the Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb) through the CPE Student Services Centre for mediation prior to instituting any legal action. The Student and the School agree to such procedures and to pay such fees as the Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb) may prescribe from time to time for the purpose of resolving their dispute.

Feedback / Complaints from Parents

All feedback/ complaints given in writing, will be responded to the first time, either verbally or in writing (as appropriate) within 10 working days from the receipt of the feedback. Some feedback may require additional steps subsequent to the first response which will be communicated to the parents.